FAQ

Yes, your support worked. You can confirm the booking.

Crowdfunding works differently than a store. You pay your support only when the project you supported has reached the start level and the funding phase is over.

Therefore, for crowdfunding, in the first step your payment method is registered by reserving 0-1 €. 

The total amount of your support will then take place after the end of the funding phase of this project.

The minimum amount to support a project is 5€. Projects can be supported via direct debit and credit card. You can also support projects with Apple Pay and Google Pay on your phone.

Information concerning the payment methods:

• Direct debit: available for payments up to € 5,000
• Credit card: available for payments up to € 11,000
• Apple Pay & Google Pay: available for mobile payment up to € 11,000

Information concerning the payment providers:

Payments on Startnext are processed via the PCI-certified and BaFin-approved payment service provider Stripe Payments Europe, Ltd.  and we are currently converting all projects to our payment service provider Stripe. Occasionally, projects are still being processed through our previous payment provider Secupay AG. 

Important: Unfortunately, PayPal is currently not available as a payment method on Startnext. We regularly check whether we can resume PayPal. Here you can find out why we had to switch off PayPal.

Yes. If you would like to use Apple Pay it is important that you have installed Apple Pay on your terminal device or on your browser. 

We will deduct the payment from the payment method connected with your Apple Pay account.

I some cases we will register your card by reserving 1 Euro on your payment method. The reservation will be reversed within a few minutes. (depending on your bank)

App set up Apple Pay: Open your ‘Wallet’ and click on +. Add a payment method now. 

Computer set up Apple Pay: Open Your ‘Wallet and ApplePay’ under settings click on ‘add card’ and add your payment method. 

Yes. If you would like to use Google Pay it is important that you have installed Google Pay on your terminal device or on your browser. 

We will deduct the payment from the payment method connected with your Google Pay account.

I some cases we will register your card by reserving 1 Euro on your payment method. The reservation will be reversed within a few minutes. (depending on your bank)

App set up Google Pay: Download the Google Pay app, log in with your Google account  and add a payment method. 

Computer set up Google Pay: Go to  pay.google.com, log in wizh your Google account and  add a payment method. 

Your support will not be collected and you will not receive a reward.

All support will be canceled and any earmarked amounts on credit cards will no longer be displayed.

There are 3 conditions for this:

• the crowdfunding project has reached at least the start level
• the funding phase has ended
• the project and the payout account are successfully legitimized

Once these 3 conditions are met, you will receive an email informing you that the money of your support will be collected.

Yes, you can cancel your payment until its being charged. To do so, go to the "Supported projects" section in your profile and select the project for which you want to cancel the payment. Open the "Support details" and click on "Cancel support".

If you supported a project without creating a Startnext profile, you will find a link to your payment details in the confirmation email of your payment. You can cancel the payment there.

As a supporter of a crowdfunding project, do I have a legal right of withdrawal?

In most cases, you as a consumer in the EU have a right of withdrawal. You can usually withdraw your payment within 14 days. You can find more information in this article, unfortunately it is only available in German.

Shipping address

During the financing phase, you can still change the delivery address or other information such as the dress size.

Click on "Supported projects" in your profile and then on "Support details". If you don't have a Startnext profile, you can open your support details with the link in your confirmation email.

Once the financing phase has ended, you will have to contact the starter directly if you want to change any information.

Account details

If you payed with direct debit or credit card, you can edit the account data until your payment has been withdrawn. To do so, go to the "Supported projects" section in your profile and click on "Support details". If you don't have a Startnext profile, you can open your support details with the link in your confirmation email.

What happens if my payment didn't go through? 

In exceptional cases it may happen that payments cannot be collected.

Payments will only be collected after the funding goal has been reached and the starters have been successfully verified. Payments can e.g. not be debited if there is insufficient funds in the account or if the credit card is no longer valid.

The affected supporters will then receive an email from us and can update their account details in their "Support details". The money will only be withdrawn again when the supporters confirm or update their account details as just explained. If the money still cannot be collected, we have to cancel the payment. If the payment arrives too late and the remaining money has already been paid out to the starter, the money will be returned to the supporter and the payment will be canceled.

As a supporter, where can I edit my account details?

Before the money is collected: You can edit your account details or credit card in your profile under "Supported projects" in the "Support details" of the respective project. If you do not have a Startnext profile, you will find a link to your "support details" in your confirmation email. 

After a failed debit: You can change or confirm your account details or credit card in your profile under "Supported projects" in the "Support details" of the respective project. If you do not have a Startnext profile, you will find a link to your "support details" in your confirmation email. The money will only be withdrawn once you have re-entered and saved your bank details or credit card. If you don't do anything, the money won't be recovered.

You can contact the starter or project with any questions, feedback, or requests:

• Post on the wall of the project page: Messages posted here are visible to everyone. The project initiator will be notified about your post.
  
• Send an email: On the project site under the project description, click "Legal notice". Here, you will find further contact information of the project initiator.

There are several ways to do this:

1. In your Startnext account
   1. Log in.
   2. Click on the account icon in the upper right corner and open the account menu.
   3. Click on supported projects.
   4. Scroll down and click on 'Open support details'.
2. Open the support details page directly from an individual link, which you can find here:
   1. To copy and keep on the 'Thank you for your support' page, directly after completing your support.
   2. In the confirmation email you receive immediately after your support.
   3. In the email you will receive as soon as the money will be collected from you.

Rewards will only be sent out if the project has been funded successfully. If the project has not been successfully funded we will refund your support.

For expected delivery times, check the reward descriptions on the project page. As as rule of thumb we advise project initiators not to deliver the rewards until the successful projects has been paid out.

Further, we recommend that project initiators update the supporters about possible delays as early as possible via the project blog. Each new blog post will be sent via e-mail.

If you have questions about a reward, contact the starter through the messaging system, via email, or by posting a public message on their project’s wall.

You will get the invoice for your reward:

• when the supported project has cracked at least the start level
• after the funding phase has ended
• the reward has been sent to you
  • either you will receive an email with the included invoice
  • or the invoice is enclosed with the reward

If you have supported Startnext with an amount for our independent mission, then hey feel hugged and thank you and of course we will issue you an invoice. You can find it in the support details:

• either in your Startnext account
  • log in
  • click on the account icon in the upper right corner and open the account menu
  • click on supported projects
  • scroll down and click on 'Open funding details' 
  • as soon as the project has received the funding amount from us, at the latest 21 days after the end of the funding period, a link will appear with the download to the PDF with the invoice
• or open the support details page directly. You can find the link:
  • to copy and keep on the 'Thank you for your support' page, directly after the end of your support
  • in the confirmation email you receive directly after your support
  • in the email you received when the money was collected

The following requirements apply:

• the project you have supported is a non-profit organization
  • you can easily recognize that on the project details page above the reward section it says ‘free donation
• the project has at least reached its start level
• the funding phase is finished
• the donation amount has been withdrawn from your account
• the project has been paid out
  • the payout takes place within the 21 days after the end of the funding phase
• and then give the project some time to rejoice, to process all the organizational aspects of the payout and to issue and send the donation receipts
• Note: For donations of up to 300 euros, you can usually submit the donation without a certificate (if you backed the project via direct debit, the project name is also mentioned in the reason for payment).

If you supported Startnext with an amount for our independent mission, then hey feel hugged and thank you. Startnext is not a non-profit and is not allowed to issue donation receipts. Of course we will issue you an invoice. You can find it in the support details.
More information is in the FAQ post 'When can I get an invoice?

Rewards will only be sent out if the project has been funded successfully. If the project has not been successfully funded we will refund your support.

For expected delivery times, check the reward descriptions on the project page. As as rule of thumb we advise project initiators not to deliver the rewards until the successful projects has been paid out.

Further, we recommend that project initiators update the supporters about possible delays as early as possible via the project blog. Each new blog post will be sent via e-mail.

If you have questions about a reward, contact the starter through the messaging system, via email, or by posting a public message on their project’s wall.

Shipping address

During the financing phase, you can still change the delivery address or other information such as the dress size.

Click on "Supported projects" in your profile and then on "Support details". If you don't have a Startnext profile, you can open your support details with the link in your confirmation email.

Once the financing phase has ended, you will have to contact the starter directly if you want to change any information.

Account details

If you payed with direct debit or credit card, you can edit the account data until your payment has been withdrawn. To do so, go to the "Supported projects" section in your profile and click on "Support details". If you don't have a Startnext profile, you can open your support details with the link in your confirmation email.

What happens if my payment didn't go through?